Sr. Technical Support Engineer, Focused Services - Remote

Overview

The Sr. Technical Support Engineer will work with customers to address complex post-sales concerns, providing technical support and ensuring customer satisfaction.

In Short

• Provide post sales technical support, configurations, troubleshooting, and standard methodologies to customers.
• Remote support, deployment, and knowledge transfer.
• Handle support cases to ensure timely resolution.
• Use fault isolation and root cause analysis skills.
• Work to reproduce customer issues and qualify critical issues.
• Publish Technical Support Bulletins and user documentation.
• Build a positive customer experience by collaborating with various teams.
• Review user documentation for training materials and guides.
• Travel may be required for critical situations.
• Collaborate with Sales and Sales Engineering Teams.

Requirements

• BS/MS or equivalent experience required.
• 8+ years of technical support experience.
• Advanced certifications such as CCIE/JNCIE/CISSP are advantageous.
• Excellent communication skills.
• Ability to debug complex networks.
• Strong interpersonal skills.
• Self-disciplined and motivated.
• Strong project management and organizational skills.
• Knowledge in networking protocols and security.
• Experience with multi-vendor firewall environments.

Benefits

• Flexible benefits and wellbeing programs.
• Opportunities for ongoing learning.
• Support for mental and financial health.
• Inclusive work environment.
• Collaboration with innovative teams.